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What is Remote Support Software?

Remote support software is used by IT troubleshooting experts to directly access customers’ computer systems to resolve their issues. The app allows agents to view the system and screen info, and to transfer files. Features of this software include customizable polls, support portals, CRM integration, screen sharing, skills-based routing, and chat support.Show more Agents can send a custom link, email, or website address and request customers to join a remote session. They can then access the customer’s system and troubleshoot the issue. Support reps can also install patches and updates on the remote computer. Leading vendors offer remote support solutions that enable users to access computers using mobile devices. You can start your research for the perfect software by browsing the top-ranking platforms in this category, including our current front-runner ScreenConnect.Show less

How was this ranking made?

In order to develop this ranking of best Remote Support Software we have analyzed 133 various applications currently available on the market, analyzing their features, ease-of-use, customer service, available integrations and mobile support using our exclusive SmartScoreTM rating algorithm. This ranking has been created by Nestor Gilbert, our software expert responsible for the Remote Support Software category.

List of Top 12 Remote Support Software

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1. ScreenConnect

Our score: 9.0 User satisfaction: 96%

ScreenConnect is a software app that gives you an enriched remote control experience and helps you resolve customer inquiries efficiently and without delay. Aside from helping reps provide efficient remote support, the software also includes collaboration features that let users exchange files and work simultaneously on one task.

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2. ConnectWise Automate

Our score: 8.5 User satisfaction: 92%

ConnectWise Automate is a software product that helps to boost the effectiveness of your IT team with flexible remote monitoring and management tools. The software solution is also very intuitive to use even though it is highly technical. It is known for its robust automation modules.

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3. Zendesk

Our score: 9.6 User satisfaction: 98%

Winner of our Supreme Software Award, Zendesk is a customer support solution that helps boost customer service and improve customer retention. The platform's modules include chat support, call center solutions, help desk applications, and knowledge base, so you'll cover all the bases of efficient customer services.

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4. Splashtop Remote Support

Our score: 8.9 User satisfaction: 90%

A secured and easy to deploy remote support software designed for managed service providers, IT professionals, and help desks. The platform enables remote access and support from any device, including mobile devices. Security isn't an issue as well, as Splashtop encrypts remote sessions and provides device authentication features for computers and servers.

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5. FixMe.IT

Our score: 8.0 User satisfaction: 100%

Techinline FixMe.IT is a tool that enables users to instantly view, diagnose, and resolve technical issues on a remote computer without pre-installing software. Through the software, users can easily launch a remote session using only a browser and an Internet connection. These features make it easier for agents to provide instant, on-demand customer support.

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6. Zoho Assist

Our score: 8.5 User satisfaction: 98%

Zoho Assist is an advanced, easy, and free remote training and troubleshooting platform with dual screens and two-way file sharing that doesn’t need installation. Key features include clipboard sharing, unattended access, instant chat, and even a reboot and reconnect capability. Zoho Assist also has Mac support.

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7. Atera

Our score: 9.0 User satisfaction: 100%

Atera brings the entire IT business together by its unique combination of RMM, remote control, and PSA in one system. This innovative network management solution is capable of remotely monitoring an unlimited number of servers and workstations, as well as powerful ticketing and customer satisfaction surveying and billing and invoicing.

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8. Bomgar Remote Support

Our score: 8.6 User satisfaction: 98%

A remote access software that provides security and IT professionals with a platform to conduct controlled and secure remote access. It is known to be a product that is easy to use. Bomgar Remote Support includes key features such as session forensics, collaboration support, and credentials management among many others.

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9. Toonimo

Our score: 8.5 User satisfaction: 90%

Toonimo is a software solution that you can use to increase sales, engagement, and customer satisfaction with personalized digital walkthroughs. Key features include behavior-based triggers, 3D animated characters, A/B testing for different scripts, and real voice recording. The product is also easy to use, thanks to its intuitive design.

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10. NinjaOne (Formerly NinjaRMM)

Our score: 8.6 User satisfaction: 93%

An IT service management software that offers a comprehensive IT monitoring and remote management toolset. Ideal for IT professionals and managed service providers, NinjaRMM provides all the essential tools you need for endpoint management, from integrated remote control and remote software deployment to automated configuration management.

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11. GoToAssist

Our score: 7.4 User satisfaction: 90%

GoToAssist offers a remote support solution for technicians and IT managers to access and control devices remotely, and remotely configure and reboot devices.

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12. Domotz

Our score: 8.0 User satisfaction: 90%

A remote management and monitoring software that enables users to log in, track, control, and manage devices via the Internet.

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Similar Categories:

In the event you didn't find just the solution you were looking for here's a list of various categories similar to Remote Support Software that you might want to browse through:

Remote Support Software Guide

Table of contents

Industry Report - Remote Support Software for 2022

CloudRank™ system is a unique algorithm that our research team uses to evaluate Remote Support Software solutions in a detailed and accurate way. The Summer 2022 edition of the ranking was prepared by Jenny Chang, our leading expert in the field of Remote Support Software, who has authored 1380+ product reviews in this category. The goal of CloudRank™ is to present an unbiased, multi-layered perspective on Remote Support Software, considering a wide range of metrics and factors, and educating potentiala customers about both opportunities and challenges associated with each piece of software.

In order to achieve full objectivity the position in our CloudRank™ is based on:

  • Expert Score: which involves extensive analysis by our internal team which carefully examined all key elements of each software and testing it in real-life situations
  • User Score: which involves an aggregated opinion of actual users of each product whose identity was properly verified
  • Market Position: which involves general recognition of a given vendor on the market and reflects its overall popularity and reach
What do the tiers in CloudRank™ mean?

What do the tiers in CloudRank™ mean?

We’ve calculated a score for each product based on the average experience shared by our users in their product reviews and arranged the list in three tiers. You can see the methodology below on how the calculations were made.

  • Leaders: those with a User Score of 8.8 or higher; this tier includes products that are currently leaders on the market and are appreciated by both experts and actual users. They always represent the best of what the Remote Support Software market has to offer and are all worth trying out if you’re looking for a reliable solution.
  • Contenders: those with a User Score between 7.8 and 8.8; this tier includes high-quality products that still have some minor drawbacks that prevent them from becoming leaders on the market. They always represent well-designed tools that, over time, will most likely develop into market leaders as the missing features are added.
  • Rising Stars: those with a User Score between 6.8 and 7.8; this tier includes products that have high-potential but still lack some crucial features or services expected from a leading solution. They are products with solid foundations and a vision that makes us eager to see what they will become as their solution improves in the future.

Regardless of their tier, all products included in our CloudRank™ are popular, quality products considered top-performers by our team of experts. Make sure you read a more detailed review of each solution to find one that will work best for your specific needs and budget.

Show less
Rising Star
Contenders
Front-Runners

MARKET POSITION

A score between 1 and 10 based on popularity and market reach of each product.

TOTAL score

A score between 1 and 10 based on the average of our Expert Score and User Score.

How does CloudRank™ work?

Arrow top

Market Position

A score between 1 and 10 based on popularity and market reach of each product.

Arrow right

Total Score

A score between 1 and 10 based on the average of our Expert Score and User Score.

CloudRank™ tier

Based on product's total score.

Rising Star

Contender

Front Runners

25 Most Popular Remote Support Software

Here is a list of all 25 Remote Support Software solutions evaluated with our CloudRank™ analysis. We have compared their features, user satisfaction, market presence and other key factors in an in-depth analysis you can find below:

1. Zendesk

9.14
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Our score and features analysis:

Total User Satisfaction

Total Expert Score

Market Position

} CloudRank™
Score:9.14
Customers company size

No. of employees:

1-10 11-50 51-100 100+
Best features

File Transfer

%

UAC Compatibility

%

Web-Based Technician Console

%

Reports

%

User Management

%
Worst features

Antivirus Compatible

%

Multiple Invite Options

%

Supports Any Operating System

%

Browser Extensions and Apps

%

Firewall Friendly

%

2. Atlassian Confluence

9.02
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Our score and features analysis:

Total User Satisfaction

Total Expert Score

Market Position

} CloudRank™
Score:9.02
Customers company size

No. of employees:

1-10 11-50 51-100 100+
Best features

Antivirus Compatible

%

Firewall Friendly

%

SSL and 128-bit AES Encryption

%

Supports Any Operating System

%

File Transfer

%
Worst features

UAC Compatibility

%

Multiple Invite Options

%

Rebranding

%

Clipboard Sharing

%

Browser Extensions and Apps

%

3. ConnectWise Control

9.01
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Our score and features analysis:

Total User Satisfaction

Total Expert Score

Market Position

} CloudRank™
Score:9.01
Customers company size

No. of employees:

1-10 11-50 51-100 100+
Best features

File Transfer

%

SSL and 128-bit AES Encryption

%

Reboot and Reconnect

%

Supports Any Operating System

%

Instant Chat

%
Worst features

Web-Based Solution

%

UAC Compatibility

%

Desktop Plugin

%

Customer Widget

%

Firewall Friendly

%

4. Microsoft Dynamics 365

8.89
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Our score and features analysis:

Total User Satisfaction

Total Expert Score

Market Position

} CloudRank™
Score:8.89
Customers company size

No. of employees:

1-10 11-50 51-100 100+
Best features

File Transfer

%

Firewall Friendly

%

SSL and 128-bit AES Encryption

%

Instant Chat

%

Web-Based Technician Console

%
Worst features

User Management

%

Web-Based Solution

%

Two-Way Screensharing

%

Multiple Invite Options

%

Supports Any Operating System

%

5. Cisco Webex

8.77
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Our score and features analysis:

Total User Satisfaction

Total Expert Score

Market Position

} CloudRank™
Score:8.77
Customers company size

No. of employees:

1-10 11-50 51-100 100+
Best features

Reports

%

User Management

%

SSL and 128-bit AES Encryption

%

Supports Any Operating System

%

Web-Based Solution

%
Worst features

Multiple Invite Options

%

Two-Way Screensharing

%

UAC Compatibility

%

Rebranding

%

Browser Extensions and Apps

%

6. TeamViewer

8.49
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Our score and features analysis:

Total User Satisfaction

Total Expert Score

Market Position

} CloudRank™
Score:8.49
Customers company size

No. of employees:

1-10 11-50 51-100 100+
Best features

User Management

%

Two-Way Screensharing

%

Multiple Invite Options

%

File Transfer

%

Reports

%
Worst features

Rebranding

%

Reboot and Reconnect

%

Antivirus Compatible

%

SSL and 128-bit AES Encryption

%

Clipboard Sharing

%

7. Atera

8.46
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Our score and features analysis:

Total User Satisfaction

Total Expert Score

Market Position

} CloudRank™
Score:8.46
Customers company size

No. of employees:

1-10 11-50 51-100 100+
Best features

File Transfer

%

Desktop Plugin

%

SSL and 128-bit AES Encryption

%

Antivirus Compatible

%

Web-Based Solution

%
Worst features

Rebranding

%

Reports

%

Firewall Friendly

%

Supports Any Operating System

%

Browser Extensions and Apps

%

8. Jira Service Desk

8.40
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Our score and features analysis:

Total User Satisfaction

Total Expert Score

Market Position

} CloudRank™
Score:8.40
Customers company size

No. of employees:

1-10 11-50 51-100 100+
Best features

Reports

%

Antivirus Compatible

%

SSL and 128-bit AES Encryption

%

User Management

%

Firewall Friendly

%
Worst features

Web-Based Technician Console

%

Browser Extensions and Apps

%

Desktop Plugin

%

Multiple Invite Options

%

Rebranding

%

9. Splashtop Remote Support

8.39
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Our score and features analysis:

Total User Satisfaction

Total Expert Score

Market Position

} CloudRank™
Score:8.39
Customers company size

No. of employees:

1-10 11-50 51-100 100+
Best features

File Transfer

%

Desktop Plugin

%

SSL and 128-bit AES Encryption

%

Web-Based Technician Console

%

Antivirus Compatible

%
Worst features

Rebranding

%

Reports

%

Firewall Friendly

%

Supports Any Operating System

%

Browser Extensions and Apps

%

10. Zoho Assist

8.38
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Our score and features analysis:

Total User Satisfaction

Total Expert Score

Market Position

} CloudRank™
Score:8.38
Customers company size

No. of employees:

1-10 11-50 51-100 100+
Best features

Web-Based Technician Console

%

Reports

%

Web-Based Solution

%

Multi-Monitor Navigation

%

Web-Based Technician Console

%
Worst features

Desktop Plugin

%

Send Ctrl+Alt+Del

%

UAC Compatibility

%

Rebranding

%

Firewall Friendly

%

11. Join.me

8.27
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Our score and features analysis:

Total User Satisfaction

Total Expert Score

Market Position

} CloudRank™
Score:8.27
Customers company size

No. of employees:

1-10 11-50 51-100 100+
Best features

File Transfer

%

Web-Based Technician Console

%

Reports

%

Antivirus Compatible

%

Firewall Friendly

%
Worst features

Supports Any Operating System

%

Multi-Monitor Navigation

%

Two-Way Screensharing

%

Browser Extensions and Apps

%

Desktop Plugin

%

12. ManageEngine Remote Access

8.14
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Our score and features analysis:

Total User Satisfaction

Total Expert Score

Market Position

} CloudRank™
Score:8.14
Customers company size

No. of employees:

1-10 11-50 51-100 100+
Best features

File Transfer

%

UAC Compatibility

%

Reports

%

User Management

%

Antivirus Compatible

%
Worst features

Firewall Friendly

%

Multi-Monitor Navigation

%

Web-Based Technician Console

%

Customer Widget

%

Send Ctrl+Alt+Del

%

13. SysAid

8.01
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Our score and features analysis:

Total User Satisfaction

Total Expert Score

Market Position

} CloudRank™
Score:8.01
Customers company size

No. of employees:

1-10 11-50 51-100 100+
Best features

Web-Based Solution

%

User Management

%

File Transfer

%

Reports

%

SSL and 128-bit AES Encryption

%
Worst features

Web-Based Technician Console

%

Rebranding

%

Send Ctrl+Alt+Del

%

Customer Widget

%

UAC Compatibility

%

14. Rescue by LogMeIn

7.96
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Our score and features analysis:

Total User Satisfaction

Total Expert Score

Market Position

} CloudRank™
Score:7.96
Customers company size

No. of employees:

1-10 11-50 51-100 100+
Best features

Multi-Monitor Navigation

%

Two-Way Screensharing

%

Web-Based Technician Console

%

Clipboard Sharing

%

File Transfer

%
Worst features

Customer Widget

%

Rebranding

%

Antivirus Compatible

%

Firewall Friendly

%

Supports Any Operating System

%

15. LogMeIn Central

7.95
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Our score and features analysis:

Total User Satisfaction

Total Expert Score

Market Position

} CloudRank™
Score:7.95
Customers company size

No. of employees:

1-10 11-50 51-100 100+
Best features

Antivirus Compatible

%

File Transfer

%

Firewall Friendly

%

SSL and 128-bit AES Encryption

%

UAC Compatibility

%
Worst features

Send Ctrl+Alt+Del

%

Reboot and Reconnect

%

Supports Any Operating System

%

Clipboard Sharing

%

Rebranding

%

16. ConnectWise Automate

7.87
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Our score and features analysis:

Total User Satisfaction

Total Expert Score

Market Position

} CloudRank™
Score:7.87
Customers company size

No. of employees:

1-10 11-50 51-100 100+
Best features

SSL and 128-bit AES Encryption

%

Reports

%

Firewall Friendly

%

Supports Any Operating System

%

Desktop Plugin

%
Worst features

Web-Based Solution

%

Browser Extensions and Apps

%

Rebranding

%

Antivirus Compatible

%

Multiple Invite Options

%

17. Pulseway

7.86
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Our score and features analysis:

Total User Satisfaction

Total Expert Score

Market Position

} CloudRank™
Score:7.86
Customers company size

No. of employees:

1-10 11-50 51-100 100+
Best features

Multi-Monitor Navigation

%

Firewall Friendly

%

File Transfer

%

UAC Compatibility

%

Web-Based Technician Console

%
Worst features

Instant Chat

%

Reboot and Reconnect

%

Two-Way Screensharing

%

Antivirus Compatible

%

SSL and 128-bit AES Encryption

%

18. NinjaOne (Formerly NinjaRMM)

7.86
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Our score and features analysis:

Total User Satisfaction

Total Expert Score

Market Position

} CloudRank™
Score:7.86
Customers company size

No. of employees:

1-10 11-50 51-100 100+
Best features

Rebranding

%

Instant Chat

%

Reports

%

SSL and 128-bit AES Encryption

%

Supports Any Operating System

%
Worst features

File Transfer

%

UAC Compatibility

%

Desktop Plugin

%

Firewall Friendly

%

Reboot and Reconnect

%

19. FixMe.IT

7.84
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Our score and features analysis:

Total User Satisfaction

Total Expert Score

Market Position

} CloudRank™
Score:7.84
Customers company size

No. of employees:

1-10 11-50 51-100 100+
Best features

Multi-Monitor Navigation

%

Web-Based Technician Console

%

Multiple Invite Options

%

Clipboard Sharing

%

Reboot and Reconnect

%
Worst features

UAC Compatibility

%

Browser Extensions and Apps

%

Rebranding

%

Reports

%

User Management

%

20. BeyondTrust Secure Remote Access

7.78
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Our score and features analysis:

Total User Satisfaction

Total Expert Score

Market Position

} CloudRank™
Score:7.78
Customers company size

No. of employees:

1-10 11-50 51-100 100+
Best features

Multi-Monitor Navigation

%

Reports

%

SSL and 128-bit AES Encryption

%

Web-Based Solution

%

Clipboard Sharing

%
Worst features

Rebranding

%

Desktop Plugin

%

User Management

%

Antivirus Compatible

%

Instant Chat

%

21. MSP360

7.66
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Our score and features analysis:

Total User Satisfaction

Total Expert Score

Market Position

} CloudRank™
Score:7.66
Customers company size

No. of employees:

1-10 11-50 51-100 100+
Best features

File Transfer

%

Reports

%

Clipboard Sharing

%

Reboot and Reconnect

%

Antivirus Compatible

%
Worst features

Multiple Invite Options

%

Web-Based Solution

%

Firewall Friendly

%

Multi-Monitor Navigation

%

Rebranding

%

22. Acquire

7.59
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Our score and features analysis:

Total User Satisfaction

Total Expert Score

Market Position

} CloudRank™
Score:7.59
Customers company size

No. of employees:

1-10 11-50 51-100 100+
Best features

User Management

%

File Transfer

%

Instant Chat

%

Customer Widget

%

Reports

%
Worst features

Rebranding

%

Multiple Invite Options

%

Web-Based Technician Console

%

Firewall Friendly

%

Supports Any Operating System

%

23. Helpshift

7.58
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Our score and features analysis:

Total User Satisfaction

Total Expert Score

Market Position

} CloudRank™
Score:7.58
Customers company size

No. of employees:

1-10 11-50 51-100 100+
Best features

File Transfer

%

SSL and 128-bit AES Encryption

%

Supports Any Operating System

%

Customer Widget

%

Rebranding

%
Worst features

Antivirus Compatible

%

Multiple Invite Options

%

User Management

%

Reports

%

Firewall Friendly

%

24. Kaseya VSA

7.54
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Our score and features analysis:

Total User Satisfaction

Total Expert Score

Market Position

} CloudRank™
Score:7.54
Customers company size

No. of employees:

1-10 11-50 51-100 100+
Best features

Instant Chat

%

Web-Based Solution

%

File Transfer

%

Rebranding

%

Reports

%
Worst features

Customer Widget

%

Firewall Friendly

%

Web-Based Technician Console

%

Desktop Plugin

%

UAC Compatibility

%

25. Channels

7.28
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Our score and features analysis:

Total User Satisfaction

Total Expert Score

Market Position

} CloudRank™
Score:7.28
Customers company size

No. of employees:

1-10 11-50 51-100 100+
Best features

Reports

%

Instant Chat

%

User Management

%

Web-Based Solution

%

Browser Extensions and Apps

%
Worst features

Antivirus Compatible

%

Firewall Friendly

%

SSL and 128-bit AES Encryption

%

Supports Any Operating System

%

Web-Based Technician Console

%

Our report covered 25 most popular products from the Remote Support Software category. We’ve analyzed their features, performance, integration, customer support, pricing, and several other key buying factors and combined it with feedback from user reviews to come up with the current list of best solutions:

Zendesk is a top-tier remote support software platform known for being highly customizable and its great depth of features. Launched in Copenhagen in 2007, it quickly became a leading remote support solution with now over 150,000 paid customer accounts. Headquartered in San Francisco, California, it is powered by more than 3,000 global employees.

The platform is used by other top companies such as Uber, Slack, and TESCO. It is known for its sophisticated features that meet complex needs while also being simple enough to use almost immediately. It also has many use cases and is not only limited to remote support, including sales CRM and internal help desk.

Zendesk modules include a smart ticketing system that comes with automatic skills-based routing. It centralizes everything related to support services. Thus, agents get a unified source to look at customer interaction history. It is also fitted with a top-class analytics and reporting module that helps users generate actionable insights fast.

On August 25, 2020, the company announced that they are launching sophisticated real-time analytics called Explore Enterprise. This feature enables companies to react quickly to changing needs. This is due to the fact that global ticket volume reached record highs at 16% over the pre-pandemic rate.

Its open API architecture also extends the capabilities of Zendesk. It can coexist with other programs in one digital environment. These include support applications like TeamViewer and Watchman Monitoring. Of course, there are also other available apps built by Zendesk like Time Tracking and Project Management.

Most users of Remote Support Software solutions confirm that in most cases these tools allow them to reach the following business goals:

  • It allowed for agents to deliver support even from home. [ 86.6% of users ]
  • It allowed for businesses to save on gas and reduce their carbon footprint. [ 88.3% of users ]
  • It enabled after-hours support. [ 87.9% of users ]
  • It enabled support agents to deliver high quality support when on-site service is not a viable option. [ 87.6% of users ]
  • It made delivering support more efficient and cost effective compared to providing support on site. [ 88.2% of users ]
  • It made multi-tasking easy. [ 87.2% of users ]

How did we select products for this Remote Support Software report?

The Summer 2022 version of the report includes a total of 25 Remote Support Software products that were compared and analyzed by our team. We selected them based on the following factors:

  • Popularity of a given brand in the SaaS market (based on our own market research)
  • How popular a given brand is among FinancesOnline users (based on number of mothly readers for each review page)
  • Availability of statistical data generated from user reviews of a particular product (we excluded products with not enough data to draw meaningful conclusions)
  • The current listing reflects the state of our database and research as of June 2022. An updated version of the report will be released quarterly to keep data fresh and incorporate information about shifts and changing trends in the market.

What are the current Remote Support Software trends?

More Powerful Analytics

In today’s world, companies cannot afford not to be agile. This entails high-visibility of customer data that can be processed to generate actionable insights. This is where analytics come into play. With the rising demand for such capability, it is expected that native remote support analytics modules will vastly improve over the years. This will enable support teams to be proactive and provide preemptive remediation.

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Top Benefits of Business Analytics

Top Benefits of Business Analytics
Improved Quality of Decisions: 82%

Improved Quality of Decisions

82%
Top Benefits of Business Analytics
Enhanced Planning and Forecasting: 76%

Enhanced Planning and Forecasting

76%
Top Benefits of Business Analytics
Consistent Data Across the Enterprise: 73%

Consistent Data Across the Enterprise

73%
Top Benefits of Business Analytics
Increased Speed, Simplicity, and Ease of Use: 68%

Increased Speed, Simplicity, and Ease of Use

68%
Top Benefits of Business Analytics
Increased Operational Efficiency: 67%

Increased Operational Efficiency

67%

Source: Harvard Business Review 2017

Designed by

Smarter AI and Machine Learning

The trend towards better analytics engines requires smarter AI and machine learning. AI will play a larger role in the coming years in data manipulation, interpretation, and even with action recommendation. Technologies such as face detection for advanced data privacy would be available for coworkers who don’t want to appear on screen while a support session is happening.

5G and Internet of Things

Hardware and software discovery is essential to remote support administration. With the promise of a faster 5G connection, data collection and communication between devices will greatly improve. This sets the stage for faster remote support administration, issue monitoring, and resolution. Plus, programs will have more efficient integrations.

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Perceived Benefits of 5G Networks

Perceived Benefits of 5G Networks
Faster Data Transfer Speeds: 72

Faster Data Transfer Speeds

%
Perceived Benefits of 5G Networks
Higher Definition Video Content: 57

Higher Definition Video Content

%
Perceived Benefits of 5G Networks
Consistent and Better Quality Video Streaming: 54

Consistent and Better Quality Video Streaming

%
Perceived Benefits of 5G Networks
Better and Faster Connectivity for Wearables: 50

Better and Faster Connectivity for Wearables

%
Perceived Benefits of 5G Networks
Fewer or No Dropped Calls : 47

Fewer or No Dropped Calls

%

Source: Verizon Media The 5G Revolution Study

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Customer-Centricity

In the age of “me,” consumers increasingly demand personalized attention and support. They expect companies to go the extra mile and want everything on-demand. Thanks to the emergence of technologies providing data-driven intelligence, this customer demand will be better served. Support administration would be way less impersonal in the coming years.

Nowadays, effective connection with customers means everything but time-consuming face-to-face communication. The existence of remote support tools compensates the presence of an experienced consultant, enabling him to take care of your business online, regardless of his geographical location.

Get to know each product with free trial

Supporting a variety of clients via conventional on-site visits is no longer an efficient model, as every IT consultant out there can confirm. Both clients and consultants are fond of facilitating circumstances, which reduce the time, effort, money, and other backbones of effective communication, which tells us that we’re discussing one of the cornerstones of today’s profitable business. Still, how are you supposed to do informed comparisons to choose the best remote support software programs for small business or enterprises? Going through our buyer’s guide is a great way to start.

A good course of action is to sign up for at least a few free trials or demo and basic unpaid plans from popular remote support software providers. With that method you will have the opportunity to test the important elements and you will get a good comparison of the capabilities of each app. The best thing to do is to try the list of platforms that currently have the highest SmartScore rankings and Customer Satisfaction Rating in our remote support software reviews: Zoho Assist reviews, TeamViewer (a free version for personal usage), SWAG, DeskRoll, GoToAssist, and MAXfocus RemoteManagement

Targeted Businesses

Remote support software can be useful to any business, depending on the scope and complexity of the projects they’re implementing, and most of all the number of customers they ought to serve. These are some of the scenarios in which the best remote support tools can be really helpful:

  • Small Businesses looking to expand their client network. It is of critical importance for small businesses to report and collect information faster so that they will be able to serve as many clients as possible at the same time. At the same time, they need to keep services updated, and to cut costs as much as possible in order to invest in more important aspects of their business.
  • Medium Businesses looking to cut on customer management costs. Medium businesses are undergoing the most important phase of their development, where the way they use resources can either make or break their market position. Remote support software can be very helpful to them, not just because they’ll be shifting resources from customer support to management issues, but also because they will become more reputable in their clients’ eyes.
  • Large Businesses looking to connect branch offices with the head office. Remote support isn’t only about allowing agents to troubleshoot bugs on the dot and has a lot to do with how teams and individuals collaborate and help each other solve complex customer issues. This type of software cuts instrumental costs and accomplishment times and brings much better results than a traditional collaboration platform.

Individuals like freelance professionals and IT consultants can use remote support platforms to track issues, clients, and even perform remote access on a given device. Some free tools out there are also great for smaller businesses. For instance, you are assisting a not-so-tech-savvy employee to troubleshoot his computer. Instead of walking him through the steps, you can access his device remotely and do it for him.

What are Examples of Remote Support Software?

  • Zoho Assist: An outstanding member of Zoho’s productivity set that was designed to help small and mid-sized businesses take support on a whole new level of efficiency.
  • TeamViewer: One of the most popular remote support programs with an extremely powerful system that can serve businesses of all scales and industries.
  • SWAG: A well-known, free service that connects businesses and their operations, and keeps everybody in the company on the same page.
  • DeskRoll: Another well-known application that suites various types of businesses, with a complex but intuitive set of features.
  • GoToAssist: An advanced solution for technicians and IT managers, suitable for MAC, PC, and mobile devices. It is known by its strong collaboration features and the fact that it can serve even eight customers at a time.

Types of Remote Support Software

Remote access, as one could guess from the name, is supposed to provide access technology solutions for companies to cut costs and improve productivity at the same time. Still, there are many things to consider before making a purchase, and one of them is to choose the right type of remote support software for your company:

  • Free/Low-cost remote support utilities. In the world of remote software, it may happen that you ‘Get what you didn’t pay for.’ There are a few free or extremely affordable utilities with outstanding performance, most of them based on Virtual Network Computing to be downloaded in the office without any complex installation. They include both server and client components and allow devices to be accessed via alternate ports, assuming there are not too many administrative issues to handle.
  • Commercial remote support tools. Commercial remote access programs are quite similar to VNC and remote desktop tools, with the main difference being they include a remote client program to communicate and access almost every device. They empower internal communication, synchronization, and file transfer, and have many out-of-the-box features, such as multimonitor support, compliance policies, etc.
  • Cloud-hosted remote support tools. Cloud-based remote support tools are becoming more and more popular, and it is all due to the fact that clients don’t have to install them or take care of updating and maintenance issues. The VCN administrative overhead is out of the game, and access is possible with nothing but a web browser and a stable internet connection.

Key Features of Remote Support Software

Remote software suppliers are quite advanced in synchronizing customer feedback with their development goals, which results in a dream-like feature list. These systems are so robust that you should compromise on nothing but the best, namely to look for a system which contains all of the following features:

  • Connectivity. To start with, the provider must offer an easily accessible app that can be used on any device, and to enable it to tackle a long series of technical issues using nothing but internet connection. The central application will be the stop-shop of your agents and technicians, where they gather to discuss and complete tasks that have been assigned to them. The technical ‘heaviness’ of the app is that it requires no installation effort to be invested by the user, and it reconnects users through reboot machines even when their connection is poor. Observed from an agent’s perspective, a remote support system should be idealized to the point that it provides multi-session working, access to sessions without admin approval, communication and collaboration, and intelligent launching that selects the best deployment model instead of leaving this decision to them.
  • High-Quality Sessions. Sessions should be visible and controllable, which imposes the need for them to be open for attendance by as many users as necessary. Therefore, user account control should be managed by the admin, instead of the provider himself. At the same time, sessions are non-intrusive and locally recorded for the user to keep in future, together with a package of files, folders, and real-time screenshots that can help him deal with similar problems independently. Agents should be able to perform tasks easily, and to centralize their toolbox on any device by simply dragging and dropping files. Ideally, they should be able to customize screen view to their purposes, making sure that they will stay in full screen mode to keep the user fully engaged (being blocked from performing action at the same time). This, however, doesn’t mean that the user and the agent won’t stay connected all the time: both the chat feature and the VoIP make sure that the user can make a question whenever that’s necessary.
  • Easy Customization. Restricting a technician from customizing the environment he’s working at is like asking a painter to paint without colors. The issue is both disputable and absolutely necessary, which is how temporary configuration became a critical criterion when choosing a good remote support program. Customization includes partial, if not total modification of clients’ applications, including text variation, color altering, advertising with icons and images, choosing artistic themes, localizing the language, or integrating a compatible plugin to let you finish you work. Certain programs offer even CSS to complete more radical alterations, even if such often trigger security concerns.
  • Collaboration Tools. Most remote support software solutions provide support teams with collaboration tools, ranging from live chat to task management modules. These allow different agents to pick up on unresolved issues due to dropped calls, switching channels, and escalations.
  • Safeguards. Trust us: clients will always have a second thought of whether they should allow you to access their local data or not. You need to stay in control of micro-management security at all times, and let the hosting provider assume the responsibility risks. Users should be familiar with your role-based working model, and should be clear with the call-to-action which confirms your right to enter their local systems.Solid remote support systems support multiple security codes and compliances, such as HIPAA, PCI, 256-bit AES encryption, passwords, two-factor authentications and granular permissions, SSL layers, SQLite storage, video auditing, separate session codes, etc.

Benefits of Remote Support Software

Bringing sanity back on the daily schedule of your hard-pressed IT team is never a bad idea. Contentment, however, is not the only benefit of using an advanced remote support system. Here are the rest of them:

  • More customers on board. A proper remote support program will allow you to serve more customers in a shorter lapse of time, and to keep the ones you have satisfied with proactive maintenance of their systems. Scalable operations will bring profit on the long run, and they won’t require any specific expense to do so.
  • Cost-effectiveness. Remote support puts your job in your hands: you’re not required to switch locations, meet clients in person, or develop solutions on dot. That means that costs related to traveling and completing tasks separately are eliminated, and your working hours become more billable and profitable.
  • Out-of-the-office agents. Maintaining an out-of-office agent base is among the biggest benefits of running a remote support system, as it no longer takes to gather consultants in a single office, and to pay them extra hours for handling an inquiry right before the expiry of their working hours. This way, you get to hire agents for 24/7 support, and to pay them on task-basis wherever they are located.
  • Multi-tasking. Remote support will allow agents to juggle multiple jobs at a time, and to make multiple appointments per day. Managers will also be able to track their performance, and extract invaluable information on customer satisfaction.
  • Non-intrusive help. Clients won’t give up on the idea that you’re the one in charge of their problem, but that doesn’t mean they want you around while solving it. That’s why they appreciate when you handle the tech part ‘behind the curtain’, the same as you enjoy not being observed while doing it.
  • Developing innovative business models. Doing more with less helps you scale your business in a way which produces more benefits for you and your customers. Therefore, you can offer fixed monthly contracts and vast promotions to make your work more competitive, influencing at the same time the cash flow and the customer satisfaction.

Payment Schemes

Price is an important aspect to consider when choosing the right software tool for you. For many operations, it is the most important factor to consider. And, pricing in today’s software market usually depends on payment schemes made available. Here are the most common ones.

  • Free. There are free and freemium remote support software solutions that are quite robust. However, they may be quite limited to larger businesses. Growing businesses, on the other hand, may benefit from these especially if the platform allows users to upgrade their plans at a cost as needed.
  • One-Time Payment. This is common among legacy software solutions that require manual on-premise installations to work. This payment scheme is somewhat convenient as you circumvent recurring charges. However, having licenses for one software version has one main disadvantage. You have to purchase a new version should there be a new one or when support ends for your current version.
  • Monthly Plans. Monthly subscriptions are best for companies that don’t have deep budgets. Also, it is great for businesses that are at the beginning of software adoption as they can easily opt-out and switch products. However, monthly plans are usually priced higher than yearly subscriptions.
  • Yearly Plans. Annual subscriptions are often cheaper than their monthly counterparts. However, it is hard to opt-out midway. Thus, it is recommended for companies who have deep budgets and who are committed to a software solution in the long haul.

The Bottom Line

When choosing a remote support software solution, you really have to find the best fit for your operational requirements. Many businesses, unfortunately, go for platforms with all the bells and whistles, thinking they’re the best possible solutions on the market. The problem is, they often end up using just a fraction of these tools’ features. That said, what you think as the best platform might not necessarily be the best fit for you. So, this is something to consider.

Lastly, you should mind the bottom line. And, that is getting ROI for your software adoption troubles. Moreover, you should consider that adoption doesn’t stop at purchasing the platform. It continues throughout your training process to your daily operational use. Thus, you need to find a way to measure and monitor the rate of ROI, considering all the types of resources being invested, from money to time and other technical dependencies like hardware and depreciation costs.

List of Remote Support Software Companies

Order by:

Newest
  • Newest
  • Score
  • User Score
Product name:
Category:
Smart Score:
Price:
User Satisf.
User reviews:
ScreenConnect reviews

ScreenConnect

Remote Support Software
9.0
$27
96%
GoBrunch reviews

GoBrunch

Remote Support Software
8.0
$11.99
99%
AgilityPortal reviews

AgilityPortal

Remote Support Software
8.0
By quote
96%
ISL Online reviews

ISL Online

Remote Support Software
8.4
€95
88%
Channels reviews

Channels

Remote Support Software
8.5
$24
95%
Instant Housecall reviews

Instant Housecall

Remote Support Software
8.0
$39
100%
ManageEngine Remote Access reviews

ManageEngine Remote Access

Remote Support Software
8.9
$75
97%
sphere reviews

sphere

Remote Support Software
8.0
By quote
92%
Zendesk reviews

Zendesk

Remote Support Software
9.6
$19
98%
Atera reviews

Atera

Remote Support Software
9
$99
100%
Domotz reviews

Domotz

Remote Support Software
8.0
€3
90%
Splashtop Remote Support reviews

Splashtop Remote Support

Remote Support Software
8.9
$299
90%
CloudBerry Remote Assistant reviews

CloudBerry Remote Assistant

Remote Support Software
8.8
Free
100%
HelpWire reviews

HelpWire

Remote Support Software
8.4
by quote
100%

Things to consider when you invest in a SaaS

To select an appropriate SaaS provider you need to consider vital criteria such as privacy and security, support and service, and transparency.

Find out if the provider can be trusted with data security and privacy. Do they have processes in place to protect your confidential information and data? Find about the security processes they use. This is an important element of a SaaS solution that cannot be over-emphasized.

It is crucial that the provider provides reliable support to resolve any issues quickly. Ask your potential providers the following questions: Do they provide consulting and training services to assist your staff members to utilize the solution competently? Do they have an online support center that has helpful articles and training resources? What channels of support do they provide? Do they track concerns till they are resolved? Is customer satisfaction measured?

Does the SaaS provider conduct their business in a transparent and open manner? You can find out by requesting them for references you can contact. Talk to existing customers of the system to know about the quality of service offered. Does the vendor make public the algorithms they employ in the software? Ask these questions to find a SaaS vendor whom you can trust with your sensitive customer and business data.

Frequently asked questions about Remote Support Software

What is the best remote support software?

The best remote support software is Zendesk. It is hailed for being a free-range support system as it can be used to engaged customers via any channel they like. This enables businesses to have a consistent brand experience even if they are on the go. Key features include screencasting, ticket management, automations, and seamless integrations with other systems. 

Zendesk provides its users with multi-channel support capabilities for omnichannel CRM, support, and sales. This includes modules to help you keep in contact with your customer base from email and phone to website chat and social media. 

With Zendesk, your team will be able to centralize support processes and collaborate easily. 

What are the benefits of remote support software?

There are many benefits of remote support software adoption. Here are the most common ones below: 

  • Decrease customer churn. Apply brakes on your current customer attrition by getting to know the reason for churn and dissatisfactions. Also, take advantage of communication tools to engage customers, provide support, and even upsell. 
  • Provide self-service portals. Take some load off your support team by creating and maintaining self-service portals for customers. 
  • Stay in context. Thanks to features like conversation history and notes, any agent can keep within the context of intermittent conversations with clients. This is perfect for dropped calls and the customer switching to another preferred contact channel. 
  • Ease staff burnout. With easy-to-use tools for their jobs, you can help decrease the mental and emotional stress your support teams may experience every day. 
  • Save time and effort. Take advantage of the automation capabilities of remote support software solutions. Minimize the time you spend on clerical tasks and provide the right support right away.
What are the features of remote support software?

There are different types of remote support software. So, the specific features you’d get depends on which type you are using. However, there are general features that a good remote support tool must possess. Below are the common features of remote support software: 

  • Omnichannel capabilities. Engage and provide support to customers on their favorite channels easily on one platform. 
  • Contacts Database. Create, maintain, and update lists of customers, suppliers, and stakeholders. This feature helps you categorize and leave notes. 
  • Collaboration tools. Work with your team and increase efficiency by keeping each other up to date with task requirements and issue resolutions. 
  • Screensharing. For technical support teams, it is important to have a screen sharing feature. This allows them to show customers what to do and for customers to show them the problems they are experiencing on a device. Customer account teams also use this to help customers navigate self-service portals and the likes. 
  • Remote Control. This feature is important when customers or employees want your technical support personnel to do the fixing on their own. This is helpful for your not-so-tech-savvy segments. 
  • Ticket Management. Keep track of issues through a ticketing system. Track progress from the customer opening a ticket to issue resolution. 
  • Reporting and Analytics. Make more data-driven decisions in policy-making and when collating best practices. These tools allow you to streamline your support operations. 
What is the easiest remote support software to use?

Most remote support software solutions are quite easy to use. They are designed to have intuitive controls so that support staff can concentrate on providing quality support instead of managing the application. However, some go above and beyond when it comes to ease-of-use. Here are three of the easiest remote support software tools to use today. 

  • Zendesk. This platform is not only the best and most comprehensive helpdesk and remote support software available today. It is also one of the easiest to use. And, its ease-of-use is one of the many factors that make it a top software solution. 
  • Atera. A remote monitoring and management platform for IT teams, this highly-technical software solution is not only known for its robust remote control feature. It is also one of the easiest to use tools for technical support and professional services automation. 
  • ConnectWise Control. Many consider this solution to be the best at having a  quick and easy remote control support capability. It allows for real-time collaboration of agents and seamless customized branding in support sessions.
What is a good free remote support software?

A good free remote support software is TeamViewer. It is one of the most popular free remote work, remote control, and remote support platforms. It works well no matter which operating system you have. TeamViewer also works on mobile platforms like Android and iOS devices. 

The free solution is great for simple technical support. It allows agents to take control of any device located anywhere in the world provided you are connected via the internet. Also, it provides users the capability to connect remotely with commercial-grade machines, IoT devices, and servers through its secure global network. 

TeamViewer’s remote access feature is also pretty easy to use. You just download it, install it, and enter your partner’s connection ID and password. It is that straightforward. 

Nestor Gilbert

By Nestor Gilbert

Nestor Gilbert is a senior B2B and SaaS analyst and a core contributor at FinancesOnline for over 5 years. With his experience in software development and extensive knowledge of SaaS management, he writes mostly about emerging B2B technologies and their impact on the current business landscape. However, he also provides in-depth reviews on a wide range of software solutions to help businesses find suitable options for them. Through his work, he aims to help companies develop a more tech-forward approach to their operations and overcome their SaaS-related challenges.

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FinancesOnline is available for free for all business professionals interested in an efficient way to find top-notch SaaS solutions. We are able to keep our service free of charge thanks to cooperation with some of the vendors, who are willing to pay us for traffic and sales opportunities provided by our website. Please note, that FinancesOnline lists all vendors, we’re not limited only to the ones that pay us, and all software providers have an equal opportunity to get featured in our rankings and comparisons, win awards, gather user reviews, all in our effort to give you reliable advice that will enable you to make well-informed purchase decisions.

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